Customer Service Documentation. Support and Escalation Contacts by Country

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1 Support and Escalation Contacts by Country V 1.16 April

2 Note: Information in this document is subject to change without notice. Oracle makes no warranty of any kind with regard to this material, including but not limited to the implied warranties of marketability and fitness for a particular purpose. Oracle shall not be liable for errors contained herein or for incidental or consequential damages in connection with the furnishing, performance, or use of this material. Copyright 2004, 2014, Oracle and/or its affiliates. All rights reserved. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Oracle Corporation Worldwide Headquarters 500 Oracle Parkway Redwood Shores, CA U.S.A.

3 Table of contents AUSTRALIA... 4 CHINA... 5 GUAM... 6 HONG KONG... 7 INDIA... 8 INDONESIA... 9 JAPAN KOREA MACAU MALAYSIA MALDIVES PHILIPPINES SINGAPORE TAIWAN THAILAND ASIA PACIFIC ENTERPRISE SYSTEMS... 19

4 Australia Oracle Corporation Australia Pty Limited Riverside Corporate Park 4 Julius Avenue North Ryde NSW 2113 Tel: Fax: Hotel Systems Support Manager Tel: POS Systems Support Manager Tel: Support Helpdesk - All Products: Telephone (Emergency Priority 1 and 2 issues only): Australia: New Zealand: Facsimile: Australia: New Zealand: Online WebSupport (all new and existing support cases): https://usc.micros.com/casemanagement/ Support (for existing case only): Hotel Systems: MICROS POS Systems: Payment Gateway support: P a g e 4

5 China Shiji Technology Co. Limited Beijing & Northern China 15F, Beijing INN Building, No.5 Dongshuijing, Dongcheng District, Beijing, , China Tel: Fax: OPERA & MICROS Support: Online WebSupport (new and existing support cases): Tel: (7x24 Support toll free) Shanghai & Eastern China 6/F, Shanghai Information Building, No Min Shen Road,Pudong New District, Shanghai , China Tel: Fax: OPERA & MICROS Support: Online WebSupport (new and existing support cases): Tel: (7x24 Support toll free) Director of Support and Customer Service Tel: Fax: Director of Support and Customer Service Tel: Fax: P a g e 5

6 Guam MICROS-Fidelio Micronesia Inc. ITC Bldg., Suite S. Marine Drive Tamuning, Guam Tel: Fax: Customer Support Manager Tel: Hotel Systems Support (Non-OPERA): Tel: OPERA Support 24-hour Helpdesk: Tel: (routed to SEACC) MICROS POS Support 24-hours: Tel: P a g e 6

7 Hong Kong Oracle Systems Hong Kong Limited 46/F The Lee Gardens, 33 Hysan Avenue Causeway Bay, Hong Kong Tel: Fax: OPERA & Fidelio Support 24-hour Helpdesk: Tel: Hotel Systems Support Manager Tel: POS Systems Support Manager Tel: MICROS Support 24-hour Helpdesk: Tel: P a g e 7

8 India Oracle India Private Limited The Mira Corporate Suites, Block A-1, Plot No. 1 & 2, Old Ishwar Nagar, New Delhi , India Tel: Fax: Hotel Systems Support (OPERA): Tel: Office Hours : After Office Hours & Holidays : Hotel Systems Support Manager Tel: POS Systems Support Manager Tel: Hotel Systems Support (Interfaces): Tel: Office Hours : After Office Hours & Holidays : Hotel Systems Support (Non-OPERA): Tel: Office Hours : After Office Hours & Holidays : MICROS POS Support 24-hours: Tel 9700/Simphony: Tel RES: Tel H/W: Software LES/Simphony : Software RES : Hardware : P a g e 8

9 Indonesia PT. MICROS-Fidelio Indonesia Wisma Nusantara 5 th Floor, Jl. MH Thamrin No. 59 Jakarta Pusat 10350, Indonesia Tel: /61/71 Fax: Hotel Systems Support (Non-OPERA): Tel: Office Hours: After Office Hours & Holidays: Customer Support Manager Hotel Systems Tel: Customer Support Manager POS Tel: Operations Manager Tel: OPERA Support 24-hour Helpdesk: Toll Free: (001) (routed to SEACC) Currently only available with 001 IDD Access Tel: (Direct to SEAOCC) MICROS POS Support: Tel: Office Hours: After Office Hours & Holidays: P a g e 9

10 Japan MICROS-Fidelio Japan Co., Ltd. Toranomon Kotoshira Tower 6F Toranomon, Minato-ku, Tokyo, , Japan Tel: Fax: Customer Support Manager Tel: Support Helpdesk - All Products: Tel: Fax: After Office Hours & Holidays: (All Products): P a g e 10

11 Korea Oracle Korea Ltd. 3F. 469 Samil-daero, Jongno-gu Seoul, Korea, Tel: Fax: Hotel Systems Support Manager Tel: POS Systems Support Manager Tel: Hotline MICROS: Fidelio: Fidelio & MICROS Support: Tel: Fax: P a g e 11

12 Macau MICROS-Fidelio Macau Limited Unit E, 25F Bank of China Building, Avenida Doutor Mario Soares, Macau Tel: Fax: OPERA & Fidelio Support 24-hour Helpdesk: Tel: Hotel Systems Support Manager Tel: POS Systems Support Supervisor Tel: MICROS Support 24-hour Helpdesk: Tel: P a g e 12

13 Malaysia Oracle Corporation Malaysia Sdn Bhd (172798A) Suite 29-03, 29 th Floor, Menara Keck Seng, 203 Jalan Bukit Bintang, Kuala Lumpur Malaysia Tel: Fax: Hotel Systems Support (Non-OPERA): Hotel Systems Support Manager Tel: POS Systems Support Manager Tel: Business Hours Tel: FO BO OPERA Support 24-hour Helpdesk Toll Free: Tel: Tel: (routed to SEACC) (Direct to SEAOCC) MICROS POS Support : Tel: MICROS POS Support After Hours H/W: Tel: MICROS POS Support After Hours S/W: Tel: P a g e 13

14 Maldives Oracle Corporation Singapore Pte Ltd 9th Floor, Gadhagé Mohamed Fulhu Building H. Sunleet Boduthakurufaanu Magu, Malé Tel: Fax: Hotel Systems Support 24-hour Helpdesk: Tel: (routed to SEA CC) or (routed to SEA CC) Customer Service Manager Tel: Manager, Business Development Tel: Note: For emergency support issues, dedicated support line number is available 7 days a week, 24 hours a day. An Interactive Voice Response (IVR) system will ensure that your call is directed to the correct agent. Alternatively should this number be unavailable during the night support (Between 11pm and 7am Singapore time) you may call Fax: MICROS POS Support After Hours: Tel: Online WebSupport (all new and existing support cases): https://usc.micros.com/casemanagement/ Support (for existing case only): Hotel Systems OPERA: Hotel Systems (FO, IFC, BO): MICROS POS Systems: P a g e 14

15 Philippines MICROS-Fidelio Software Philippines, Inc. 1206, 12th Floor, Ayala Tower One, 6767 Ayala corner Paseo de Roxas Avenues Makati City, Philippines 1200 Tel: Fax: Customer Support Manager Tel: Hotel Systems Support (Non-OPERA) 24-hour: Tel: OPERA Support 24-hour Helpdesk: Tel: (routed to SEACC) MICROS POS Support 24-hours: Tel: P a g e 15

16 Singapore Oracle Corporation Singapore Pte Ltd 371 BEACH ROAD, Keypoint, Singapore Tel: Fax: Hotel Systems (PMS) 24-Hours Support: Hotel Systems Support Manager Tel: POS Systems Support Manager Tel: Tel: Hotel Systems (Back Office) Support: Business Hours (9AM to 5:30PM) Tel: (BackOffice) Hotel Systems - License: Business Hours (9AM to 5:30PM) Tel: MICROS POS Support: Business Hours (9AM to 5:30PM) Tel: After Office Hours Tel: Tel: (Software) (Hardware) P a g e 16

17 Taiwan Oracle Taiwan LLC Taiwan Branch 12/F, No. 396 Keelung Road Section 1, Xinyi District, Taipei City 110, Taiwan, R.O.C. Tel: +886 (2) Fax: +886 (2) Implementation & Support Manager Tel: +886 (2) OPERA & Fidelio Support 24-hour Helpdesk Tel: (Toll-Free) MICROS Point-of-Sale Support 24-hour Helpdesk Tel: (Toll-Free) P a g e 17

18 Thailand Oracle Corporation (Thailand) Company Limited 388 Exchange Tower, 41 st Floor Unit Nos , Suhkumvit Road, Klongtoey, Bangkok Tel: Fax: Hotline: Hotel Systems Support Manager Tel: POS Systems Support Manager Tel: Support Helpdesk - All Products: Tel: Fax: (OPERA): (MICROS): (V6&V7): P a g e 18

19 Asia Pacific Enterprise Systems Oracle Corporation Australia Pty Limited Riverside Corporate Park 4 Julius Avenue North Ryde NSW 2113 Customer Support Manager Tel: Enterprise System Support Help Desk Office Hours (Mon Fri): Aust (AEDT) Singapore (SGT) Tel: Fax: Priority 1*(Critical Support Issues) After Hours Number: i Escalations will be handled during Business Hours, which may vary from country to country, but are in general between 09:00 am 05:00 pm. P a g e 19

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